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Case Study

The client was looking to improve the efficiency of its consumer support operations with their consumers reaching out to them via different communication channels. They wanted to streamline this process, manage all the incoming queries, collect the inbound data, analyse it and be able to use it to improve their service offerings and customer experience.

Challenge:

A unified solution to take care of a broad array of back-office social CRM functions with the objective of improving operational efficiency. Offer truly personalized and emotional engagement that enables Customer context mapping, which is key to subsequent loyalty. Inconsistent consumer experience standards across different communication channels without solutions to synchronize data. An effective resource deployment strategy needed to manage large volumes and achieve faster TATs for consumer issue resolving. Read more

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